We currently have a vacancy for a Customer Service Manager working in Customer Care Aftersales. The successful applicant would ideally have a background working in a manufacturing aftersales environment, be proactive with the ability to manage a physical workload, organise themselves and others, whilst prioritising and working to tight deadlines in a pressurised environment. The applicant should have experience in managing people and dealing with senior stakeholders to develop excellent working relationships and understand the wider business. The Main Responsibilities include: Provide high quality, timely and effective compliant responses and resolutions to first line customer complaints, following standard processes, via letter, email and social media. Provide guidance and strong leadership both with technical and customer service skills Manage the Customer Service and Quality teams to drive change and continuous improvement within the department ensuring that the customer is front and centre Be a hands-on coach and team player who nurtures, develops and motivates the team from within and utilises support functions to grow team expertise Constantly review and monitor errors and breaches and proactively build new processes and controls to ensure that the risk is effectively managed, and the customer journey is second to none Work alongside other business units to share best practice and resources and create an ethos of one team across the business Provide technical expertise for project implementation and reviews Manage risk and conduct activities within the individual function forging strong links with compliance, risk and audit teams Communicate effectively within the team and to other business areas and stakeholders Ensure business as usual service level agreements and key KPIs are met and that plans are maintained to keep focus Ability to influence effective performance through solid leadership and communication Ensure teams are effectively coached and managed and that people practices are well embedded Confidently acting as and ambassador for the team both internally and externally Oversee and partake in the resolution of complaints, ensuring that good practices, knowledge and regulatory principles are adhered to The Necessary Skills, Qualifications and Experience include: To lead teams by example demonstrating a positive attitude towards problem solving Be able to demonstrate high expectations in service delivery Solid experience of customer service/resolution Solid experience of managing deadlines and service levels Experience of driving continuous improvement activity Strong influencing skills Be able to demonstrate a good understanding of risk management A good knowledge of managing and developing customer focussed teams Good team player Demonstrates resilience and accuracy in a very fast paced environment Self-sufficient and self-motivated with the ability to review current practices and make recommendations for change Demonstrate good people management techniques in motivation, development and communication. Excellent written and verbal communication skills Computer literate Microsoft Office, CRM, Access Advanced level Excel Benefits: Company pension Cycle to work scheme Free parking On-site parking Referral programme ADZN1_UKTJ